As part of the ii2P total solution, we create a customized self help portal to assist end users in rapidly finding the information they need.  It is a hosted solution with customized content.  It has been demonstrated many times across a variegated set of organizations that the provision of a robust self service portal simplifies complex tasks and automates the search for information content.   Rapid and easy access to needed information is the key to providing an excellent end user experience.  And by giving end users easily accessible tools and needed information fortifies end user loyalty.

The result of an easy to access repository of accurate and relevant information that solves end user problems quickly and without hassle is what provides excellent user experiences.  The features of ii2P’s self service portal were directly correlated to end-user feedback over years of providing similar services.  The functions of each portal are customized to the enterprise whose needs are unique, and those functions evolve with industry demand and enterprise input.  Additionally, the information is reviewed and refreshed frequently.

It starts with the end user.  Successful Level 0 (end user) support equals a successful self service solution.  With the right processes, managerial disciplines, continual refreshment of the content, and 24 x 7 availability, end user’s will come to prefer level 0.  Indeed, one might say that it is about changing the end user’s preference for how he or she receives support.